Frequently Asked Questions

FAQs

My Hilton Honors Experience was cancelled. Will it be rescheduled?

If the Experience you redeemed does not go on as planned, we will fully refund your Hilton Honors Points. If the event is rescheduled for a later date, our Team will contact you with this information and provide you with the opportunity to redeem the Experience again for the same number of Points.

Yes, your Points will be refunded and a member of our Team will contact you.

My Hilton Honors Experience was cancelled, but I have already booked my hotel for the duration of this experience. What do I do?

We remain committed to offering you flexibility with booking options in the current environment. Given these unique circumstances, we are making adjustments to our individual booking policies, including those booked with Points, to give you extra peace of mind. You can learn more about Hilton’s cancellation policies here.

I have not seen an update as it relates to COVID-19 affecting my upcoming Experience. Where do I go for information?

Hilton is committed to the health and well-being of our members. We are actively monitoring all scheduled Experiences and should changes occur with your Experience, you will be the first to know. We are offering flexible cancellations for all Experiences through August 31, 2020, and you can contact us at HiltonHonorsExperiences@Hilton.com where our Team Members are standing by to assist you. In the meantime, we encourage you to view Hilton’s complete statement here.

My Hilton Honors Experience was not cancelled, but I am concerned about my health. What do I do?

We are offering flexible cancellations and full Points refunds for all Experiences through August 31, 2020. Please contact us at HiltonHonorsExperiences@Hilton.com where our Team Members are standing by to assist you.

My Experience was not cancelled and involves an overnight stay at a Hilton hotel. What measures are being taken to ensure my well-being?

As it has always been, the safety and security of our guests and Team Members remains our highest priority. We take great pride in maintaining the highest standards of cleanliness and hygiene. In response to the coronavirus, we have taken additional measures developed in consultation with global and local public health authorities (including the WHO and CDC) to make our cleaning and hygiene protocols even more rigorous. Those protocols have been outlined here.

Should you still feel concerned, we are offering flexible cancellations for all Experiences. Please contact us at HiltonHonorsExperiences@Hilton.com where our Team Members are standing by to assist you.

Who can redeem Points for Hilton Honors experiences?

All Hilton Honors members can bid and redeem their Points for Hilton Honors Auction experiences.

Can I purchase or transfer missing points to top off my Hilton Honors Experience bid?

At the time of bidding on any particular experience, you must have enough points to redeem in your account . You can purchase points before bidding to top off your account to be able to bid on a Hilton Honors Auction experience . You may also transfer points from one Hilton Honors account to another at HiltonHonors.com.

Can I cancel, refund or change my Hilton Honors experience?

What is a Redeem (Buy Now) reward?

Any experience with a Redeem (Buy Now) button instead of Bid means the experience is being offered at a fixed amount of Points, and in limited quantity. This is a “first come, first served” redemption activity. When the quantity available at the set point level has been redeemed, the reward will indicate it is Sold Out.

What is a Dutch Auction?

A Dutch auction occurs automatically on the Hilton Honors Experiences Site when there are multiple, identical items offered for a highest-bidder-wins auction. Hilton sets the minimum price (the Opening Bid) and the number of items available. Bidders can then bid at or above the minimum price for the quantity of items they wish to redeem their Hilton Honors Points for.

How are winning bids determined for Dutch Auctions?

At the close of a Dutch Auction, the highest bidders win and redeem their Points for the items at the same price, which is the lowest successful bid. Bids are sorted in order, with priority given to price, the quantity of packages bid for, and then finally the time a bid was placed. The time of a bid is based on the Hilton Honors Experiences Site records. If bids are tied for price, the bidder who has bid in the greater quantity wins. If there are two bids at the same price for the same quantity, the first bid wins.

Who do I contact if the site is not working?

The site is down but I have placed a bid. How will I know if I won an experience?

You will be kept informed of winning bids by email and/or a follow-up call. If you are the winner, Points will be automatically debited from your Hilton Honors Account and the redemption will be reflected at HiltonHonors.com under All Points Activity on your My Account page.

Can I gift my Hilton Honors experience to a friend or family member?

A member can gift their Hilton Honors experiences to a friend or family member as long as this person obtains Hilton Honors' prior written consent and respects the Hilton Honors Experiences site terms and conditions of the specific reward. To learn more, read the Hilton Honors Experiences Terms and Conditions.

When will I find out if mine is the winning bid on the Hilton Honors experience?

We will notify you by email immediately following auction closing if you have won, and will follow up by contacting you shortly after to confirm necessary details to fulfill your auction experience. So please make sure the contact information in your Hilton Honors profile is correct. In addition, you can check to see if you have won by visiting the Hilton Honors Experiences site and checking the status of your bid in the Bid Status section.

How do I find out if an auction has ended?

All closed auctions will appear under the heading Closed on the top menu bar, under the Browse tab. You can also check in the Bid Status section in your own account under Closed Auctions where you will see if the auction(s) you have been bidding on is/are closed.

How long are my bids valid?

A bid remains valid as long as the auction is open. The member whose bid is the highest at time of auction closing wins the reward.

How long will an experience remain live?

Duration will vary based on the type of the Hilton Honors experience. Each experience will have an end date and time posted.

How often are new Hilton Honors experiences introduced?

Hilton Honors experiences are regularly being added, so members should come back frequently to the site to see what’s new.

Is there a limit to how many Hilton Honors experiences I can redeem for?

You may redeem up to five (5) experiences within a calendar year. Please note that if you are bidding on multiple Hilton Honors Experiences at the same time, you must have sufficient Points in your account to cover all bids.

How do I log in?

You will need your Hilton Honors Number and password to log in to the Hilton Honors Experiences site and bid.

What do I do if I have lost my Hilton Honors Number and/or forgotten my password?

To retrieve your password, visit HiltonHonors.com and select the Sign In link at the top of our home page, and then click the 'Forgot your sign in?' link. Then, simply enter your email address & Hilton Honors Number, click on Submit and follow the instructions.

Where can I update my email address?

You can update your email address at HiltonHonors.com. Click on Your Account once signed in and click on Personal Info on the menu on the left of the page. You can then update your email address on that page.

We will be sending you updates by email on the status of the rewards you have bid on, so it’s important to have a valid email address in your Hilton Honors Profile.

What is my Watch List?

You can use the Watch List feature to keep track of rewards you're not quite ready to bid on, but want to monitor closely so you can bid on them when you're ready. On each experience listing page, there is a link titled Add to Watch List. Click on that link to add an item of interest to your list. You will be reminded of auctions on your Watch List by email a few hours before the auction closes.

I won an experience but have not received the details of my Hilton Honors reward. What do I do?

What happens if I do not have sufficient Points in my account when the bid closes?

If at auction closing your account does not have sufficient Points to cover the winning bid in its entirety, you will not receive the experience and the experience may be awarded to the next highest bidder.

How do I bid on an experience?

Review the experience description on the listing page for any item that interests you. Once you have reviewed the reward description and are ready to bid, click Bid. If you are not already logged in, you will be asked to log in with your Hilton Honors Number and password. Now you can submit the amount of Points you want to bid, and you’re in the running. An email confirming the bid you placed will be sent to the email address you have in your Hilton Honors Profile shortly thereafter.

What is a maximum bid amount?

Your maximum bid amount is the maximum number of Points you are willing to offer for a reward experience. You should determine this amount beforehand and then enter a single bid for that amount in the Bid field. An early bid supported by a high maximum bid amount will make the process simple by freeing you from having to place manual bid increments and constantly checking back. You will be kept informed on your bid status by email.

Can I increase my maximum bid after I've placed a bid?

Yes. If your maximum bid amount has been outbid, you can either place another maximum amount or enter each subsequent bid one at a time.

Where can I monitor my bidding activity?

You can monitor all your bidding activity on the Hilton Honors Experiences site in the Bid Status section.

How will I know if my bid is no longer winning?

You will receive an email update when you are outbid. However, there can be unpredictable delays in email transmission. We suggest that you regularly visit the Hilton Honors Experiences site to check your Bid Status.

What is Auto Bid Extend?

The Auto Bid Extend feature ensures that bidders will always have a chance to challenge bids placed in the final minutes of an auction. If a bid is placed during the last five minutes of an auction, the auction will automatically extend for an additional five minutes from the time of the last bid. The auction will close once all bidding activity has stopped for a period of five minutes.

Why does it appear that I have to place multiple bids in order for my bid to be accepted?

This is because a bidder has placed a Maximum Bid, which is an amount higher than the bid increment. This is the maximum value that a bidder is prepared to offer in order to win this experience. You can place a maximum bid of your own in order to try to outbid the current bid, or you may choose to continue bidding in increments until your bid is accepted. Here is an example:

A reward has a starting bid of 10,000 Points and a bidding increment of 1,000.

Member A bids 10,000 Points, and is in the winning position.

Member B bids 20,000 Points as his maximum bid, and is now in the winning position, but with a bid of only 11,000 Points.

Member C comes in, sees a leading bid of 11,000 Points, and bids 12,000. Member C will expect to now be the winning bidder, but in reality, Member B is still winning at 13,000 Points because his maximum bid is “upping” each bid automatically until his maximum bid is met.

Member C now bids 14,000 Points, but Member B is still winning at 14,000. Eventually, member C bids up to 21,000 and is now in the winning position.

I appear to have been outbid by an amount smaller than the bid increment. How does this occur?

In some cases, it's possible that another bidder's standing maximum bid is greater than yours, but by less than the bid increment. In this case, the other bidder will be winning at exactly their maximum bid. Here is an example:

A reward has a starting bid of 10,000 Points and a set bidding increment of 1,000 Points.

Member A bids 10,000 Points at the outset, and so is winning.

Member B decides to bid their entire current balance of 12,123 Points set as their Maximum Bid. Member B is now winning with a bid of 11,000 Points.

Member C comes in and bids 12,000 Points, but Member B is still leading with a bid of 12,123 Points. Note that this amount is greater than Member C's bid by only 123 Points, even though the minimum bidding increment is 1,000 Points, because when Member B entered their bid, it was 2,123 above the current winning bid.

Can I submit a bid offline?

Bids can only be submitted via the online Hilton Honors Experiences site. Customer Service Agents at Hilton Reservations and Customer Care do not have the ability to place bids on behalf of members.

Why can’t I use or see all of the Hilton Honors Experiences site’s functionalities?

It could be that the version of your browser is not supported by the Hilton Honors Experiences site. Please upgrade your browser to see the fully optimized version of the site.

Why does Real Time Bid Refresh automatically deactivate?

Real Time Bid Refresh automatically deactivates after 12 minutes of inactivity on an auction page to prevent fresh data feeding into a forgotten browser session. This applies to pages that present Auction Time Remaining, Bid Count, and Current Bid Amount. When presented with the message "Real Time Bid Refresh is no longer active on the site", users can choose to click "Reactivate", which will cause the system to resume pushing up-to-date auction data to the active browser session. A user can also click "Cancel", which will prevent Real Time Bid Refresh from reactivating on the current page. If a user chooses to click "Cancel" when presented with this message, they will NOT be shown the most up-to-date auction data, or any new bid activity placed on the listing by other customers. A user can manually refresh the browser window OR by clicking through to a new auction page Real Time Bid Refresh to reactivate automatically.

I redeemed for Lawn Days tickets. How do I use my code to secure my tickets?

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Want to see the latest bidding activity?

Click 'Reactivate' below to enable Real Time Bid Refresh and see the most recent bidding activity, or click 'Cancel' to keep it disabled. Please visit the FAQ page to learn more about Real Time Bid Refresh.